探討表層演出、不當督導產生情緒耗竭對服務品質及顧客忠誠度之影響：以餐旅產業前線員工為例

Effects of Surface Acting and Emotional Exhaustion Caused by Abusive Supervision on Service Quality and Customer Loyalty: An Example of Hospitality Frontline Employees

陳欣儀(Chen Hsin-Yi)

指導教授 ： 汪仲仁

國立屏東科技大學/管理學院/餐旅管理系/碩士(2020年)

https://doi.org/10.6346/NPUST202100113

摘要

觀光休閒帶動臺灣觀光餐旅產業市場快速成長，餐旅業應將讓顧客忠誠度內化為餐旅業整體員工的信念，經由前線從業人員直接將此概念落實於服務品質的提供；但有時面臨顧客的無理要求或是責罵時，前線服務人員情緒低落造成服務缺口的產生。本研究欲探討餐旅產業前線員工之表層演出、不當督導產生情緒耗竭對服務品質及顧客忠誠度之影響。研究方法採用量化研究，問卷發放520份，扣除無效問卷16份，有效問卷為504份，有效問卷率為96.92%，取樣對象為餐旅從業人員。統計工具涵蓋敘述性統計、信度分析、路徑分析、實驗設計及結構方程模式，經實證分析後，可發現餐旅從業人員表層演出對情緒耗竭具有顯著預測力；餐旅從業人員受到不當督導對情緒耗竭具有顯著預測力；餐旅從業人員的情緒耗竭對服務品質具有顯著預測力；餐旅從業人員的服務品質對顧客忠誠度具有顯著預測力。
因此，餐旅業必須解決前線服務人員的情緒勞務，才能滿足顧客的要求，進而提供更優質的服務品質，並由全方位服務過程，讓顧客產生高度的黏著性，才能持續產生忠誠度。本研究可提供餐旅飯店旅館從業人員對於顧客忠誠度的研究參考用。

關鍵字

前線員工 ； 表層演出 ； 不當督導 ； 情緒耗竭 ； 服務品質 ； 顧客忠誠度

並列摘要

Tourism and leisure drive the rapid growth of Taiwan’s tourism and hospitality industry market. The hospitality industry should internalize customer loyalty into the belief of the overall staff of the hospitality industry, and directly implement this concept in the provision of service quality through front-line practitioners. Facing with unreasonable requests or scolding from customers, the emotions of front-line service personnel were depressed, resulting in service gaps. The studying aimed to explore the impact of surface performances and emotional exhaustion caused by improper supervision on service quality and customer loyalty of frontline employees in the hospitality industry. The studying method adopted quantitative research. 520 questionnaires were distributed, 16 invalid questionnaires were deducted, and 504 valid questionnaires were deducted. The effective questionnaire rate was 96.92%, and the sampling objects were catering practitioners. Statistical tools included narrative statistics, reliability analysis, path analysis and structural equation models. After empirical analysis, could be found: It can be found that the surface performance of hospitality employees has significant predictive power for emotional exhaustion； The improper supervision of hospitality employees had a significant predictive power for emotional exhaustion； The emotional exhaustion of catering employees had significant predictive power on service quality； The service quality of hospitality employees had significant predictive power on customer loyalty.
Therefore, the hospitality industry must solve the emotional labor of front-line service personnel in order to meet the requirements of customers and then provide better service quality, through the all-round service process； customers can had a high degree of stickiness and continue to generate loyalty. The study could provide a reference for the research on customer loyalty of hospitality staff.

並列關鍵字

Frontline Employee ； Surface Acting ； Emotional Exhaustion ； Abusive Supervision ； Service Quality ； Customer Loyalty

參考文獻

Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95-110. https://doi.org/10.1037/1076-8998.5.1.95

中文文獻

乃守志、林源明、李世昌（2016）。外燴餐廳之服務品質及顧客忠誠度之研究。休閒保健期刊，（16），48-64。https://doi.org/10.29686/LHW

方浩萌（2018）。工作特性、情緒勞務、心理資本對工作適應之影響研究-以飛航服務總臺飛航作業人員為例（未出版碩士論文）。臺北大學，新北市。

王丁玉（2016）。不當督導與工作滿意度對組織承諾與離職傾向的影響（未出版碩士論文）。大同大學，臺北市。